Account Manager

Account Manager maintain and develop assigned accounts to ensure positive client experience, renewal and maximise profitability through daily account management.

What you do:

Account Management

1. Act as the account lead for assigned accounts based on the Client Value Proposition
2. Support other account leads on larger clients as second account manager
3. Build and maintain good long term successful relationships with the client
4. Understand and maintain very good knowledge of the client contacts
5. Anticipate future needs, challenges and developments where possible
6. Document and regularly maintain all relevant information in Salesforce
7. Communicate relevant information to various other areas to ensure they have the necessary understanding to make decisions
8. Lead and support any client meetings/calls as and when required, as per the guidelines in the Client Value Proposition, where possible
9. Hold and participate in the account review meetings to discuss claims experience, service performance and client feedback as well as possible future opportunities as appropriate to the CVP
10. Very good understanding the client’s business and requirements
11. Provide back up and support to client teams where required
12. Recognised as the go-to person internally on the own client portfolio

Client Experience

1. Easy, quick and high quality interactions with all touch points and escalation resolution in a swift and client centric manner
2. Provide effective, innovative and timely solutions to client’s business challenges
3. Provide a positive and engaging client experience
4. Mainly independently identify and implement efficient solutions to client’s requirements and challenges
5. Independently manage any escalations to ensure a swift and client centric resolution
6. Regularly review and analyse client experience results to identify possible areas for improvement
7. Seek, document and share feedback from client on service delivery
8. Ensure tailored processes, products and services are documented and optimised over time to improve efficiency
9. Boost client stickiness

Renewals

1. Prepare and issue renewal documentation within agreed timeframes
2. Independently negotiates renewal internally and externally to achieve favourable outcome for both sides
3. Aims to improve profitability for assigned client portfolio
4. Ensure regular client engagement by phone throughout the renewal process
5. Communicate and document all agreements and requirements for the renewal
6. Support tender responses for existing clients to provide a comprehensive and tailored response

New Business

1. Support the implementation of new clients ensuring a smooth and seamless transfer
2. Support the sales process for potential new clients
3. Discover and aims to convert opportunities for cross selling additional products or services

Other requirements

1. Supports or acts as technical representative for team on cross functional projects
2. Train new team members
3. Supports development and implementation of technical parameters, policies and frameworks for others to work within

What you bring:

1. Minimum of two years work experience in an account management role within a Financial Services environment
2. Experience in a customer focussed environment, producing accurate work within tight deadlines
3. Completion or progress towards the Irish Insurance Examinations or equivalent foreign qualification
4. Good knowledge of MS Office (Outlook, Word, Excel, PowerPoint)
5. Knowledge of Salesforce an advantage
6. A highly customer-focused individual with excellent interpersonal and communicative skills
7. Excellent problem solving skills
8. A high level of results/goal orientation